Position Summary : The Certified Tech is responsible for maintaining an Inspired Selling culture in the EasyTech department that is committed to offering every customer a total solution for his/her tech needs. The Certified Tech is responsible for ensuring the EasyTech department achieves key metrics, including profitable sales and margin, and customer satisfaction (including TSat). An important focus of this role is to grow our EasyTech business both in the store as well as on- site. The Certified Tech must have technical skills and knowledge and will be required to repair computers as well as perform technical and system diagnostics and upgrades as needed.
Position Responsibilities :
Engagement: Engages customers on the sales floor. Uses VIBE behaviors to create a buying environment. Builds relationships with Tech Sales Associates and Mobile Consultants (in mobile stores) to create synergy across all technology departments.
Selling: Champions Technology selling programs; Exhibits Staples Selling behaviors in all interactions and communications with customers, associates and management. Achieve all sales & Technology satisfaction goals. Respond and resolve customer requests and concerns.
Operations: Responsible for ensuring all operational policies and processes are followed (i.e., PC Intake through pickup process). Stays current on new technologies, products and services. Perform computer repair work or diagnostics as needed.
Other duties as assigned
Essential Skills and Experience :
Analysis: Gathers and analyzes what they feel are the most important pieces of information needed to understand the problem or issue. Sometimes looks deeper into issues to understand the root cause of the problem or issue
Focus on Service: Searches actively for ways to improve customer service. Identifies customers' current requirements, expectations, and needs.
Communication- Write and Speak with Impact: Expresses oneself effectively in one-on-one conversations and small groups. Adapts the level of detail and type of communication to the intended audience
Build Relationships : Is friendly and open in interactions with others, making them feel at ease. Demonstrates a genuine interest in people, their business and their technology needs.
Drive for Results : Is accountable for Tech Services Sales, Margin and TSAT. Puts in sustained effort to accomplish desired results. Experience and interest in using reports and metrics to shape vision, goals/objectives.
Listening-Listen Attentively: Asks questions to clarify others' comments and ensure understanding of the key messages. Listens to others' comments without interrupting. Is able to listen to a customer’s concerns and asks open ended questions to help identify needs and present solutions.
Establishing Trust- Show Integrity: Establishes trust with customers; is a trusted advisor and able to maintain confidentiality.
Managing Execution- Work Effectively & Efficiently: Prioritizes effectively and focuses on appropriate details, so work gets done accurately.
Leveraging Diversity: Works cooperatively with people who have different backgrounds, knowledge, styles, talents, perspectives, values and beliefs.
Technical Ability: The Certified Tech will be required to pass the Staples Technical Certification process as well as the COT Tech Assessment before working on customers’ PCs and networks .
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